GoDaddy.com

Attempts to prevent renewal of services and cancel my account have failed after three support contacts, two emails, and following the steps they required. They will not turn off the autorenewal of my account.

[redacted] ([redacted].com) provided me technical support. [redacted] was the manager who did not wish to speak with me since he assured me something would be done the previous night and it was not. They informed me Monday, Sep. 8, 2014 that, within 24 hours, my website would be switched to a "grid" hosting account because I was experiencing very slow speeds. I called the next night and it was still not done. They said they would do the exact same thing and watch it so I didn't experience any down time. I woke up to a dead site and noone to help. I called for 35 minutes on my way to work and Godaddy wasn't able to fix the problem again. I have spent over 4 hours on the phone with Godaddy and now I have a broken site with paid traffic being sent to it. This is an absolute disaster and our business is in turmoil trying to clean up this mess. I am thoroughly disappointing and wish to never deal with Godaddy ever again. I am disgusted at the lack of concern and the unwillingness to let me speak to a supervisor.

The poor customer service I have received over the past 10 days in trying to cancel a service that I did not want to auto-renew was the most aggravating and frustrating I have ever experienced. As a result, I will never do business with GoDaddy again.

For weeks I got email notices that a web domain I WANTED to let expire was going to expire. I was fine with that because I never used it. Then on 3/1, I got notice that it had automatically renewed for $92. When I spoke with them they said I had no choice in the matter because it was a "protected domain". I sent them documentation to "unprotect" the account, but it was impossible to provide company documentation they requested because I never started the company! There was NO documentation!

When I wrote very specific emails--and asked multiple times for a telephone # to resolve it with a human being-- they sent standard form-letter emails again and again that never addressed my actual issue and would never give me a number to call to get out of the dead-end we kept circling in. Every time I sent a specific personal communication describing my inability to carry out the standard steps they outlined, I just got form-emails that were no help in return.

Finally, I had to call Visa, dispute the charge and block GoDaddy's access to get their attention. The fee has been refunded, however the latest email from GoDaddy is stated that they will be charging me a restitution and administrative fee! All for a product/service I do not want anymore. It is maddening. Finally, when I was able to contact billing at GoDaddy, they said "Oh, just disregard that email." What? Why has it been sent to me if I am to disregard it?

It's possible that this consumer nightmare is over, but I just don't know. I will update if things change. However, once my current services with GoDaddy expire, I will NEVER work with them again, and I will also be switching the email services of another company in which I am part-owner to another web-host.

In fairness, I must say their technical support has been very good; unfortunately I have had to use it a lot, because the reliability of their email service is "C+/B-".

But their billing and account customer service is absolutely horrible. End of rant.

Dear Dispute Resolution Consultant Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and the GoDaddy account in question to which we would like to present the following. Prior to the purchase of products and services our customer...

acknowledged the following agreements: • Universal Terms of Service Agreement • Domain Name Registration Agreement The latest version of these agreements and other legal agreements may be found at: http://www.[redacted] Our customer attempted to purchase the domain in question after it was already registered to another party. Resolution: GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. We have refunded the customer's original purchase to them in full. As a gesture of goodwill, we will provide our customer with another new, unregistered, general availability .plumbing domain at no cost for a period of 1 year. Our customer will be responsible for subsequent renewals of the domain should they wish to keep it beyond the first year. GoDaddy will not be providing any compensation in this matter. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest Regards [redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

Thank you for bringing this matter to our attention.  We have reviewed our customer's concerns to which we would like to present the following.

Prior to the original purchase of products and services, our customer...

agreed to the following agreements:

· Universal Terms of Service Agreement

· Domain Name Registration Agreement

· Hosting Agreement

These agreements may be reviewed at https://www.godaddy.com/legal-agreements.aspx.

Upon review of the account our customer contacted our support department to troubleshoot their hosting concerns. At this time the

website in question does resolve.

RESOLUTION:

GoDaddy has acted in good faith in upholding our agreements with the customer.

As a goodwill gesture we have refunded the $8.99 paid for the Deluxe Hosting Plan. The hosting plan is active in our customer’s account

and they will need to pay for the renewal if they wish to keep the service moving forward.

Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer. 

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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Dear Dispute Resolution Consultant,

Thank you for bringing this matter to our attention.  We have reviewed our customer's concerns to which we would like to present the following.

Prior to the original purchase of products and services, our customer agreed to the...

following agreements:

* Universal Terms of Service Agreement

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?

We understand our customer's privacy concerns. GoDaddy's Privacy Policy describes how we collect and use the personally identifiable information customer's provide on our Site.  It also describes the choices available to customers regarding our use of their personally identifiable information and how they can access and update that information. Our Privacy Policy is available online at: http://www.godaddy.com/agreements/showdoc.aspx?pageid=PRIVACY

 

RESOLUTION:

?

GoDaddy acted in good faith to uphold agreements with our customer. Our office has worked with the customer and determined that the email address in question is tied to two domains that they registered publicly (without privacy protection) and then transferred to another party with the same details. We have recommend that our customer contact the current domain owner and request the domain information be updated.

 

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest regards,

Office of the CEO

[email protected]

GoDaddy.com

[redacted] Phone

([redacted] Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

This is only a suggestion and not part of my acceptance - Have an email survey to ask has your issue been resolved, this would have helped solve my issue and possibly salvage future relationships. The cancelation was for a different service, after all of the problems I had to gain back ($14.99) I would not do any further business with GoDaddy.

Regards,

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.

The complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy:

· Universal Terms of Service

· Domain Name Registration Agreement

The latest version of these agreements can be found at: [redacted]

On June 11, 2012 the complainant purchased a domain name and then added our Protected Registration Services to the domain on June 14, 2012 as an online transaction.  More recently, on June 12, 2014 these services were automatically renewed per our complainant’s account preferences.

The complainant then contacted our offices on June 29, 2014 to cancel the Protected Registration services. Once we received the proper documentation needed, the product was cancelled and a refund was provided on July 9, 2014. Per our complainant’s account preferences, GoDaddy was instructed to automatically renew the domain and Protected Registration services and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a complainant’s responsibility. 

RESOLUTION:

GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The Protected Registration service has since been cancelled and refunded and we consider this matter resolved.

EDUCATION:

The complainant might find this Support Article helpful for Managing Renewal setting options:

Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. 

Best Regards,

Office of the CEO - GoDaddy

[redacted], AZ [redacted]

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This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

I have contacted CEO office and waiting for their response

Regards,

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following.

 

Upon purchase of services, our customer acknowledged and accepted the following...

agreements:

 

• Universal Terms of Service Agreement

• Domain Registration Agreement

 

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

 

Per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's services and did so in a good-faith effort to honor its agreements with the customer. Account management is the customer responsibility.

 

While the customer may have moved their hosting services, they maintained their domain name and other services with GoDaddy.  Prior to the most recent renewal, GoDaddy contacted the customer multiple times. We have no record of contact from the customer since 2011.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer.  

 

As a one-time exception, we attempted to provide a refund for one of the renewed services however, the customer has initiated a chargeback through their financial institution which has prevented us from providing the refund. We welcome our customer to contact us to review their options for resolving this matter.

 

Thank you again for the opportunity to address the concerns presented by our valuable customer.

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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While I welcome godaddy's action of refunding me the charged amount, I am disappointed to view godaddy's response text and their unwillingness to accept the fact that they did not provide the level of service they promised. I have been using [redacted] operating system for over 20 years and I know how to check how much disk space is left. Like I explained in my original complaint, when the issue happened, I checked the disk space. I used 56G and the available disk space shown was zero. Actually, even godaddy's customer service people acknowledged that the issue was with them and told me that the disk that hosted my virtual server ran out of space, and that was why my virtual server could not get any more disk space although it was entitled to. Please feel free to go listen to the customer service tape. Also, after I was told that the issue was resolved and that I have the disk space now, I used the same command to check disk space and verified that the disk space was indeed made available. So, my command to check disk space was correct. I suggest that godaddy be honest about what happened and accept responsibility. If they don't even accept the fact that their service had an issue, how can we expect them to correct the issue and become a better business? On the ground of being honest about what happened and be responsible to people who will be using this complaint as a reference, I cannot accept Godaddy's response. At this point, since Godaddy has already refunded me the charged amount, all we need from Godaddy is an apology to resolve this issue.  Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted].They forgot to say that it took Godaddy 6 days to cancel what they could and should have done in 1 hour meanwhile I was unable to transfer my domain name away from this company.Anyway, it's done now.Thanks for your help

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Auctions Membership Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2015 the complainant purchased a registration for the specified [redacted] (Domain Name “A”) via an online transaction through the GoDaddy Auctions website, https://auctions.godaddy.com/. GoDaddy Auctions is a marketplace for the sale of Domain Names from one party to another.Despite GoDaddy’s requests, the Registrant/owner of the Domain Name was unable to transfer ownership to the complainant and the transaction was cancelled. On May 5, 2015 GoDaddy provided a full refund for the failed auction transaction.On April 28, 2015 the complainant contacted out Customer Care teams via phone and attempted to purchase the registration of [redacted] (Domain Name “B”) through the GoDaddy Auctions website.  The Domain Name, already registered to another party, was listed by the seller in an 'Offer/Counter Offer' Auction. The seller of this domain name did not respond to the complainants bid and the transaction was not completed.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not and has never been the Registrar of Domain Name “A”. Furthermore the Domain Name was listed for sale on the GoDaddy Auctions website by a third party. GoDaddy has already provided a full refund for the failed auction transaction.The complainant never completed a transaction to register Domain Name “B” and as such GoDaddy is not responsible for any losses they may have incurred.EDUCATION:The following link may be helpful to the customer regarding the domain name Auction process: GoDaddy Auctions FAQ - https://support.godaddy.com/help/article/890/godaddy-auctions-faqThank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kind regards, [redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com [redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]

On January 6, 2012, our customer purchased two domain names (one for a five-year term and the other for a ten-year term) via an online transaction within their customer account.  In addition to the two domain names, they purchased various other domains and services.  These other services were subsequently canceled and refunded on January 8, 2013.  Since that time, no other purchases have been made.Our Protected Registration service, which our customer had added to their two domain registrations, is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of the domain names. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled.  This is done by the domain registrant (i.e. our customer) by submitting a copy of their valid government issued ID and business ID, if applicable, and an executed Request for Protected Registration Cancellation (RPRC) form to our Domain Services Department.On June 2, 2015, our office reached out to our customer and walked them through updating the domain names’ contact information and assisted with their current RPRC request.  After our Domain Services Department verified the request and canceled the Protected Registration service, we helped our customer cancel the domain names.  At this point, all services have been canceled.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The Protected Registration service our customer opted into had functioned as advertised, keeping the domain names from being canceled.  Our customer has since provided the requested verification information and the Protected Registration service and unwanted domain names have been canceled.  Thank you again for the opportunity to resolve the concerns presented by our valued customer.Best regards,[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response.  The GoDaddy products the complainant had purchased worked as expected. Furthermore, GoDaddy has no control whether visitors to the complainant’s website elect to email them.Should the complainant wish to repurchase GoDaddy’s Get Found product and complete the verification process that option is available to them. We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory enough to me.  I have cancelled the plans in the GoDaddy account and I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted] p.s. GoDaddy should really get in control over what their sales chat team tells potential customers.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements...

upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn an effort to provide our international customers with multiple payment options, GoDaddy may utilize a local third-party payment processor.On October 8, 2015, the complainant purchased a domain name registration for a one-year term via online transaction through GoDaddy's local payment processor in India.  After the purchase, the complainant indicated they had received a second billing charge for the same domain name. GoDaddy automatically submitted a refund via the local payment processor for the second transaction.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office has connected with the complainant via email and provided details which the complainant may use to reference the refund transaction with the payment processor. Should the customer need further information, please have them contact our customer care at [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx. On...

August 13, 2016, our customer completed a transaction for an auction listing for the domain name in question via an online transaction through the GoDaddy Auctions website. GoDaddy Auctions is a marketplace for the sale of Domain Names from one party to another. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The seller who listed the domain name was not the Registrant and did not have possession of the domain name. As such the transaction was cancelled and our customer was refunded in full for the failed auction transaction on August 19, 2016. Our customer may find the following article helpful: GoDaddy Auctions FAQ - https://support.godaddy.com/help/article/890/godaddy-auctions-faq Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Mandy O’[redacted]Office of the CEO - GoDaddy